Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. What Is Omnichannel Customer Experience?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? Of US consumers surveyed, 56% are highly satisfied with chat interactions, and 47% and 44% of UK and Australian consumers, respectively, say they’re highly satisfied with their recent chat experience. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. Is it worth it?

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 120

Call Center Omni-Channel Contact Center Contact Center Software 120

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Strategy Omni-Channel Social Media 78

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. The number and complexity of interactions is getting higher, but the size of the centers are not increasing at the same rate.

Contact Center 156

Contact Center Self Service System Training 156

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self Service 52

Self Service Contact Center Knowledge Base Omni-Channel 52

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

Contact Center 78

Contact Center Connections Fashion Omni-Channel 78

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results. Unfortunately, the survey discovered that overall we’re not doing a very good job of that. Voice being by far the most preferred contact channel.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. The number and complexity of interactions is getting higher, but the size of the centers are not increasing at the same rate.

Contact Center 136

Contact Center Self Service System Training 136

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

NICE inContact

JULY 21, 2020

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends.

Omni-Channel 160

Omni-Channel Trends Groups Consumers 160

NICE inContact

JUNE 21, 2018

According to our CX Transformation Benchmark Study business results, businesses believe they are delivering on the promise of omnichannel experiences. Our benchmark survey found that there are areas of disconnect between business perceived success and consumer satisfaction. But it’s not just a matter of how well you run your systems.

Contact Center 123

Contact Center Customer Experience Omni-Channel Consumers 123

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. In This Article: What is Conversational Commerce?

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

NICE inContact

DECEMBER 4, 2020

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors.

Self Service 156

Self Service Survey Contact Center Social Media 156

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience. Which communication should you focus on?

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience. Which communication should you focus on?

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Having an omnichannel strategy that serves consumers across a variety of channels will only continue to grow in importance when it comes to customer service. Hybrid Holiday. Safety and Security.

Contact Center 73

Contact Center Trends e-support Social Media 73

NobelBiz

FEBRUARY 7, 2022

Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. And the premise of how customers feel when they call your contact center starts from your IVR messaging. The IVR messaging is what customers hear when they call your contact center.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NICE inContact

JUNE 7, 2018

To ensure that customer needs are met, businesses are prioritizing delivery of a true omnichannel experience, enabling each channel to work together cohesively with seamless transitions. Businesses believe they are delivering on the promise of omnichannel experiences, but this perception doesn’t align with those of their customers.

Omni-Channel 120

Omni-Channel Consumers Customer Experience Social Media 120

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

NobelBiz

FEBRUARY 14, 2023

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details. This information is used to make data-driven decisions.

Contact Center 52

Contact Center CRM Measurement Strategy 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center e-support Culture Meeting 52